relayprotocol - Customer Support Specialist
Requirements
• 3+ years of customer or technical support experience in the tech industry • Excellent written and verbal communication skills • Strong computer and software tooling fluency, including everyday use of AI tools • Experience triaging competing priorities in real time • A track record of turning recurring support issues into systems or process improvements • Familiarity with crypto or blockchain concepts, block explorers, logs, or on-chain transaction flows • Experience supporting developers or API integrators • Prior support experience at an early-stage or fast-growing startup • Exposure to developer tooling, self-serve product work, or internal automation
Responsibilities
• Own front-line support in specific time zone hours • Provide reliable overlap with our existing support lead for incoming customer issues during your time zone working hours: • US: anywhere from Hawaii to the East Coast) • All other locations: UTC through UTC +9 • Respond to customer tickets with clarity and care, handling the ones you can resolve directly • Triage and debug customer issues • Investigate issues using Relay's backend logs, transaction records, and block explorers • Build fluency with on-chain transaction flows for end users and integrators • Escalate the right issues to engineering with enough context for them to move quickly • Take on an increasing share of ticket volume and ownership so the team's capacity keeps pace with integrator growth • Translate support work into better systems • Turn recurring customer issues into process improvements, internal documentation, and feedback for product and engineering • Communicate technical context at the right level for customers and internal stakeholders • Contribute to long-term project work such as automation, documentation, and self-serve tooling in the developer portal • Build depth over time on Relay's protocol, integrations, and customer base
Benefits
• Compensation (US-based)$75K – $95K • Offers Equity • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here
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